Client Services Manager

Truis Pty Ltd
144 Bluestone Circuit, Seventeen Mile Rocks, Australia
Job Type
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We are looking for a full-time, Brisbane-based, Client Services Manager to join our talented and collaborative team during an exciting time of business transformation and growth.

About the role

Reporting to our Head of Services, the Client Services Manager is responsible for establishing and enforcing a Service Delivery Management framework that sets out the principles for client interactions, ensuring consistent communication, issue resolution, risk control, and the enhancement of customer satisfaction and loyalty. The Client Services Manager will look after their own portfolio of Managed Service clients whilst simultaneously leading a team of Service Delivery Managers to do the same.

The Client Services Manager serves as a reliable representative for the client, ensuring adherence to Service Level Agreements and fulfilment of managed services deliverables. In this role, you will ensure customers are regularly informed about the progress of activities and raising any issues or obstacles that could impact service quality or delivery time. You will also proactively champion and lead change that promotes efficiency and service excellence. You will ensure each client has an established and managed Continual Service Improvement Plan with remediation activities that address documented issues, risks, and identified opportunities for improvement.

The Client Services Manager will ensure that all critical and complex incidents affecting our Managed Services customers are handled swiftly and professionally. This involves coordinating technical teams and proactively communicating with stakeholders to minimise impact and restore normal service operations quickly. You will also conduct post-incident analysis to identify root causes and improvement actions.

The ideal candidate

To be considered for this role, you must have the following capabilities:

  • The ability to build rapport and foster long-term relationships with customers by understanding their needs and meeting/exceeding their service delivery expectations.
  • Excellent communicator (both verbally and in writing), with a proven ability to manage expectations effective to achieve mutually beneficial outcomes for both Truis and our customers.
  • The ability to address challenges with minimal planning by proactively taking steps that lead to tangible outcomes and results.
  • The ability to work under pressure and manage stressful situations, whilst maintaining a positive outlook and learning from difficult situations, challenges, and adverse experiences.
  • The ability to recognise conflict, tactfully bring disagreements to the open, understand different perspectives, and define solutions that everyone can endorse.
  • The ability to respond to contextual signals in diverse scenarios and adapt accordingly by modifying personal and leadership style as needed and behaving in a manner suited to the specific situation.
  • Familiarity with managed services sector, including key players and vendors, current market trends, and insights into customer needs and expectations.
  • Strong understanding of IT infrastructure systems, networks, security, and architecture.
  • The ability to develop and preserve robust connections across diverse functions and leverage contacts to share ideas, resources, and expertise.

To be considered for this role, you must be ITIL V3 or V4 foundation certified and have proven leadership and Service Delivery experience.

Who are we?

Truis was founded 40 years ago with a mission to create innovative IT solutions that align with our customer's unique situations and ambitions. Today, we are a multi-vendor software and hardware solution partner and managed services provider who help clients across Australia and neighbouring countries to prosper and grow.

At Truis, we take pride in creating a work environment that provides our employees with a sense of belonging and support. We derived our name from altruism and we look to embody the meaning behind our name in all aspects of our organisational culture. For us, it's important that we positively impact those around us. Whether it is directly through providing technology services and solutions to businesses, supporting our employees, their families and our network of partners through times of significant change, or the broader community through our giving back and charitable giving initiatives.

Truis is an Equal Opportunity Employer.